The cost of service : exploring customer interactions and emotional labour on front-line employees’ emotional exhaustion and ambulatory blood pressure

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dc.contributor.advisor Kelloway, E. Kevin
dc.creator Myers, Vanessa
dc.date.accessioned 2019-08-16T14:11:48Z
dc.date.available 2019-08-16T14:11:48Z
dc.date.issued 2019
dc.identifier.other HD8039 S45 M94 2019
dc.identifier.uri http://library2.smu.ca/handle/01/29001
dc.description vii, 42 leaves : illustrations ; 29 cm
dc.description Includes abstract and appendices.
dc.description Includes bibliographical references (leaves 31-37).
dc.description.abstract Front-line employees are the representatives of many organizations. These employees are expected to satisfy all customers’ needs with a smile on their face. Although employees may appear satisfied while interacting with customers, research reveals that many frontline employees are suppressing their own emotions to act in way that is more favourable for the organization, which is known as emotional labour (Morris & Feldman, 1996). The negative consequences of emotional labour are robust (e.g., Hülsheger & Schewe, 2011), however research has yet to explore the relationship between emotional labour and physiological measures. Restaurant servers and bartenders (N = 41) wore a blood pressure monitor for one working day and completed hourly 3-minute diary entries after their blood pressure was taken. Using multilevel modelling, the study’s results demonstrated that deep acting predicted emotional exhaustion over time, and emotional exhaustion predicted higher blood pressure over time. en_CA
dc.description.provenance Submitted by Greg Hilliard (greg.hilliard@smu.ca) on 2019-08-16T14:11:48Z No. of bitstreams: 1 Myers_Vanessa_MASTERS_2019.pdf: 523446 bytes, checksum: a7dd5dc2245933edeb412501b90431e5 (MD5) en
dc.description.provenance Made available in DSpace on 2019-08-16T14:11:48Z (GMT). No. of bitstreams: 1 Myers_Vanessa_MASTERS_2019.pdf: 523446 bytes, checksum: a7dd5dc2245933edeb412501b90431e5 (MD5) Previous issue date: 2019-07-19 en
dc.language.iso en en_CA
dc.publisher Halifax, N.S. : Saint Mary's University
dc.subject.lcc HD8039.S45
dc.subject.lcsh Service industries workers -- Health and hygiene
dc.subject.lcsh Customer services -- Employees -- Job stress
dc.subject.lcsh Customer services -- Psychological aspects
dc.subject.lcsh Blood pressure
dc.title The cost of service : exploring customer interactions and emotional labour on front-line employees’ emotional exhaustion and ambulatory blood pressure en_CA
dc.type Text en_CA
thesis.degree.name Master of Science in Applied Psychology
thesis.degree.level Masters
thesis.degree.discipline Psychology
thesis.degree.grantor Saint Mary's University (Halifax, N.S.)
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